Field Engineering SME (Remote)

We are a pioneering SaaS company transforming the Quick Service Restaurant industry with AI-powered technology that replaces traditional drive-thru systems. Our platform enhances order processing, improves customer satisfaction, and boosts operational efficiency, allowing restaurants to deliver faster, more precise service.

Role Overview

We are seeking a skilled Field Engineering Subject Matter Expert to support our escalation field engineering and professional services operations while providing in-depth technical guidance on our SaaS platform. This role is essential in ensuring smooth restaurant operations and delivering an exceptional user experience.

Key Responsibilities

• Serve as the primary escalation resource for the field engineering team, as well as third-party technicians and system integrators.
• Troubleshoot and resolve complex technical challenges related to hardware, networking, and software integration, ensuring efficient problem resolution and a seamless customer experience.
• Oversee infrastructure requirements and deployment planning for new restaurant installations, conduct pre-launch testing, and validate successful implementation.
• Partner with cross-functional teams—including project management, development, and operations—to provide valuable insights, feedback, and status updates.
• Develop tools and frameworks that streamline recurring tasks, improving efficiency and maintaining consistency across the team.
• Create and refine knowledge base materials, including troubleshooting guides and documentation, to assist internal and external teams in reducing escalations and installation failures.

Qualifications

• A minimum of 5 years of experience in technical support within a SaaS environment, preferably in a B2B2C setting.
• At least 3 years of experience managing Tier 2/3 engineers or professional services teams.
• Strong diagnostic and problem-solving abilities in networking, Linux, cloud infrastructure, software integrations, and API debugging.
• Outstanding communication skills, capable of translating complex technical details into clear, easy-to-understand explanations for non-technical stakeholders.
• Ability to work within EST business hours to provide timely assistance to customers across multiple time zones.
• Hands-on experience with ticketing platforms like Zendesk, ServiceNow, Intercom, Freshdesk, or similar systems.
• Familiarity with restaurant technology and POS systems is a plus.

Join our dynamic team and be part of an exciting journey, tackling unique challenges and contributing to the growth of a cutting-edge solution in the restaurant industry.